Business Profile

Auto Rentals and Leasing

Hertz

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Important information

Customer Complaint:
Hertz requests and BBB recommends that if you have any complaints or concerns, please contact Hertz's Executive Customer Service Team at [email protected] or (239) 301-7000 prior to contacting BBB.

The customer experience information and complaint history provided in this BBB Business Profile reflects Hertz's worldwide operations. BBB Serving West Florida services all customer complaints and reviews for Hertz and its locations throughout the world.

Complaints

This profile includes complaints for Hertz's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

7,189 total complaints in the last 3 years.
1,716 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/18/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned this rental car over two weeks ago and keep getting charged extended rental weeks. *** spoke with the office manager where I rented it from multiple times and he keeps saying that he has no phone number to call anyone. All he can do is send an email. *** contacted ***** to submit this as fraud. Ive sent at least 15 emails trying to get this resolved.
Business Response
Date: 06/18/2024
BBB Complaint: 21868639
Rental Record Number: 153140013
This is in response to *************************
We have sent a request to the rental location to close out the contract as soon as possible. I did provide the location with the customer's contact information in case they need to speak with ****** directly.
Thank you for contacting us.
Initial Complaint
Date:06/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
6/8-6/17/24 Estimated charges $821.24 Rental record #********* case # 2Z528744 Started our rental on 6/********************* in **. We requested an EXTRA-LARGE Capacity vehicle. Got a **** Expedition **** was a very nice vehicle. We drove to ******* for vacation. (6/13) the vehicle would not open with remote, nor would it start. We had Batteries Plus door dash us batteries to replace ones in key fob. Did not work, so we called roadside assistance. We were headed to lunch with 5 children as young as 2 and could not go! Roadside assistance said it would be 90 min. the driver call at 89 minutes, said he would be longer, after another 90 minutes he arrived. Not before he complained to my husband that he sure hoped he didn't have to tow it because he didn't have a flat bed, As if that was our problem. He connected the jumper box and the vehicle started. my husband drove it to ****************** to exchange it. Hertz told us it would not be a problem that they had 4 different vehicles available. My husband even stopped and filled the car up with gas, against our better judgement of turning the car off! Luckily it did start back up. we got to Hertz, to find out they DO NOT have any large capacity vehicles... we had no choice but to take a SMALLER vehicle. worker went to move the car we had, and it clicked and wouldn't start. we asked about adjusting price. Hertz said that we would have to take care of it when we dropped off, nothing they could do. We asked operator with roadside assistance, they stated they could not do anything as well. RIDICULOUS!! They just kept putting us off. My husband flew home instead of driving with us because we had NO room!!! UGHH Not to mention the ****** took twice as much gas as the ***** WE GET TO ******** TO DROP OFF AND AGAIN THEY TELL US THEY COULD ONLY GIVE US A CREDIT, BUT NO MONEY OFF. UNACCEPTABLE. EVERY TIME WE CALL, IT HANGS UP ON **. We had gold status but won't rent again, lack of customer service is unacceptable!!
Business Response
Date: 06/24/2024
BBB Complaint: 21868223
Rental Record: 159010036

This is in response to ***********************.

Please accept my deepest apologies on behalf of the Hertz team for any inconvenience or frustration you may have experienced during your rental. After conducting a thorough review of out records and your supporting documentation a partial refund of $211.11 has been issued to your **** x5389 covering the loss of use during the roadside process & receiving a different car class during the rental exchange. We understand that the exchanged vehicle didnt not meet your requirements and have mailed out a rental certificate amounting in $150.00 for the rate difference of the vehicle booked versus the vehicle provided during the exchange process.

We appreciate your President ****** member status and have added ***** points to your account. Apologies are seldom sufficient when customers receive poor service, and we regret any inconvenience. Every effort will be made to serve your future needs in a manner more consistent with your expectations and our standards.

Best Regards.
Initial Complaint
Date:06/18/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dollar Rental Car / Hertz is not refunding per their policy for pre-paid rental reservation (see attached My Dollar Reservation) that was canceled. We are owed a REFUND of our $330.14 - $50 cancelation fee per Dollar Rental Car’s Policy.

See Link:
*********************************************************************************************************
See Attached document:
Paragraph 5 of Program Terms and Conditions on site above:
“Changes to a reservation must be done at Dollar.com using the "Modify/Cancel" option. Any changes to the reservation may impact the rental charges. If a prepaid reservation is cancelled more than 24 hours before the pickup time, a $50 cancellation fee will be assessed. If the prepaid reservation is cancelled within 24 hours before the pickup time, a $100 fee will be assessed. If the customer does not cancel the reservation prior to the time of pick-up and the rental vehicle is not picked up on the rental date, the entire prepaid amount will be forfeited.”

We made multiple Customer Call Center to Dollar and Hertz and online submission attempts to resolve without success (see attached)

Car was reserved per attached. Refund Reference # ******** On 6/17 - Receive email response from online contact us submission indicating NO refund will be processed. (see attached Response Document)

We cannot get a hold of anyone at Hertz or Dollar Rental Car to address the problem. Agents answering customer service calls are in a foreign call center that give no confirmed resolutions. We are left no options except to report to BBB in hopes of by Dollar/Hertz.
Business Response
Date: 06/21/2024
BBB Complaint: ********

This is in response to ***** *******.

Please accept my deepest apologies on behalf of the Hertz team for any inconvenience. After conducting a thorough review of the situation and the supporting documentation you have provided, I have confirmed the reservation was cancelled. At this time, I have submitted your refund request in the amount of $330.14 to Visa *****. We ask that you allow 3-5 business days for processing.

Best Regards.
Customer Answer
Date: 07/01/2024

Complaint: ********

I am rejecting this response because: A REFUND of $330.14 to our Visa has not been received after 5 business days as per Hertz/Dollar's response on 6/24/2024. This is 4th time we've been promised a refund without any refund being processed. All other companies have been able to process refunds within 1 business day. What recourse do we have against Hertz/Dollar when they admit they owe us the refund and refuse to process a refund? Hertz/Dollar is in clear violation of their own Refund Policy as posted on their website.

Sincerely,

***** *******
Business Response
Date: 07/05/2024
Complaint ID: ********
Res#: ***********

A review of our records indicates the refund of $330.14 cleared our system on 07/03/24. It should post to your credit card within the next 1 - 2 days.
Customer Answer
Date: 07/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Refund issued.

Sincerely,

***** *******
Initial Complaint
Date:06/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 11th, I secured a Hertz rental through my AAA ********* membership #*******************, under reservation #K88739499E0. The daily rate for the car was $36.48 x 3 days = $109.44, taxes and fees $17.75 for a total of $127.19 I went to the Hertz location in ********, **. The Hertz representative said, The fee was going to be an additional $52.88. I asked why and she said, They only had one vehicle on their lot, it was a ****** SUV, and it would be an extra $52.88. I pointed out, That my reservation confirmation showed the car and rates I was quoted and stated that if they did not have the car I reserved, they should give me the ****** at the rate I was quoted. She responded, Do you want the vehicle or not?I basically had no choice but to take the vehicle due to my friend that dropped me off at Hertz had left, and I needed to get to work. This customer service is deplorable, deceptive and not in alignment with Hertzs commitment to best customer service practices.
Business Response
Date: 06/26/2024
Complaint ID: ********
RR#: 160957123

Thank you for contacting us. Please accept my sincere apology for your experience. Please accept our sincere apologies that the vehicle booked was not available. We understand that careful consideration is made when choosing the vehicle, you require, and that is why we have such a wide range of vehicles available in our fleet. While we do state that a vehicle from the class booked will be available, on rare occasions, unforeseen situations arise that result in inventory shortages. This is usually caused by late returns, extended rentals or damaged vehicles. When it does occur, our policy is to provide a vehicle from the next available group at no extra cost. Having reviewed the details of your rental, we are concerned to see that the location did not follow this procedure. Rest assured this has been raised with management at the location to ensure it is addressed with all staff. We have also reviewed our records which indicate our ************* team did process a refund for the upgrade fee plus applicable taxes on 06/25/24. Please allow 7 - 10 days for the refund of $54.57 to post to your credit card.
Initial Complaint
Date:06/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So they had called me two weeks after my rental and told me it was due back and I told them to do their paperwork. I had it for a month. So then when the car got picked up, nothing was said or anything they just charged my card. I dont smoke cigarettes and they charged me for a smoking fee when I called up there the story was that they found an ash never heard anything back about it. Now here we are 2 1/2 months later now they say that the car smelled like cigarettes and they found ashes all in it but the original story it was just an ash. I dont smoke so how did *** get in there , they want to charge me a cleaning fee, but nobody can prove anything that I smoke because I dont. Ive had to email them multiple times over the last 2 1/2 months and they never have anything other than what they say. I want my money back or Im gonna file a lawsuit on them for fraud.
Business Response
Date: 06/19/2024
BBB Complaint: 21867013
Rental Agreement Number N62648946

This is in response to ***********************************.
I appreciate the opportunity to review your concerns. After further review, the location confirmed & provided documentation supporting the cleaning fee.

Communication was sent on June 17, 2024 via email correspondence informing you that we had already received a response from the location, and they have mentioned that the vehicle was returned with ashes in the front and back seats and had a strong smell of smoke. At this time, we stand behind are initially decision, and respectfully decline your refund request.

Further request to revisit this matter will not be considered. We ask that you respect our decision, as we consider this matter fully addressed.

Best Regards.

Customer Answer
Date: 06/20/2024
yeah, theres no proof how the story has changed. Thats what you guys dont get. Where is the physical evidence? Where is the so-called pictures from that date when I returned the car nobody has all this I dont smoke so how did somebody smoke in it? how about you guys check more into it and see how many times Ive been trying to get a hold of these people. like I said to begin with the lady had an attitude shes the one that added the cleaning fee because its funny there was no smoke odor or ashes anywhere else other than the one as until you guys got called out on it so until you can prove me pictures Im not accepting it. I will definitely be glad to contact my lawyer!
Complaint: 21867013

I am rejecting this response because:

Sincerely,

***********************************
Business Response
Date: 06/23/2024
RE: BBB Complaint # ********
Rental Agreement Number N62648946

This is in response to ***********************************.
I appreciate the opportunity to review your concerns. After further review, the location confirmed & provided documentation supporting the cleaning fee.

Communication was sent on June 17, 2024 via email correspondence informing you that we had already received a response from the location, and they have mentioned that the vehicle was returned with ashes in the front and back seats and had a strong smell of smoke. At this time, we stand behind are initially decision, and respectfully decline your refund request.

Further request to revisit this matter will not be considered. We ask that you respect our decision, as we consider this matter fully addressed.

Best Regards.
Customer Answer
Date: 06/24/2024

Complaint: 21867013

I am rejecting this response because: because for one I dont smoke. Two now all the sudden it was ashes in the front seat and the backseat and it smelled like smoke. Thats all youre saying now when at the beginning before I even contacted you guys nobody could even prove anything. Like I told them from the get-go I wanted pictures and proof, but no one could give them to me. Im not gonna pay for something when you cant prove pictures. How do I? How do I know that the person that picked up the car didnt do it, but it took me here and still nothing.

Sincerely,

***********************************
Initial Complaint
Date:06/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint against Hertz Car Sales from whom I purchased a 2018 **** EcoSport on April 26, 2024. My experience has been marred by significant mechanical issues and compounded by the dealerships closure shortly after my purchase, a fact that was not disclosed to me during or prior to the sale.I purchased a gray 2018 **** EcoSport (VIN: *****************) from Hertz Car Sales ******* The purchase date was April 26, 2024, and I reported the issues immediately. The vehicle exhibited multiple defects that necessitated immediate attention:Brake Malfunction: Immediate replacement of the rear brakes is required.Air Conditioning Failure: The ** unit intermittently fails to operate correctly.Suspension Noise: A noise from the rear suspension suggests a potential hydraulic or structural problem.Shortly after my purchase, the dealership closed. I was informed of this closure only after the transaction had been completed. The salesman, *********************************, informed me that I would need to seek resolution for these issues at a different dealership, without providing guidance or assistance on how this could be managed. Despite my efforts to address these issues promptly within the stipulated return window of 7 days or *************************************************************************************** with a vehicle that is potentially unsafe and not as described at the point of sale.I am seeking a full resolution of these issues through repairs at no additional cost, facilitated by Hertz Car Sales, or the option to return the vehicle for a full refund or an acceptable exchange. Given the circumstances. I trust that the Better Business Bureau can assist in mediating with Hertz Car Sales to ensure that this matter is resolved swiftly and justly. I have attached copies of all relevant documents, including the sales agreement, vehicle inspection reports, and communications with the dealership.
Business Response
Date: 06/21/2024
Complaint ID: ********

Thank you for contacting us. We have reached out to our Car Sales team regarding this matter. They have advised they will be reaching out to you today 06/21/24.
Customer Answer
Date: 06/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:06/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented the car through Travelocity, but on may 16, 2024 , after I reached in the location in the *********************************; i told them that I was here to pick up the car that I reserved for 3 days ( 5/16/24-5/19/24) After they started the paperwork, i realized that I didnt have my drivers license with me then they said they wouldnt be able to release the car because I wasnt able to show them my drivers license. On that same day, I called Travelocity and canceled the reservation which they did and refunded my money ($133) . So hertz was holding $200 on my credit card when I pre checked on the 5/15 the day before I traveled. And I was surprised to see they had charged me an extra $86.12 for a car I couldnt take out.I did file a claim with **** of America as well.
Business Response
Date: 06/21/2024
Complaint ID: ********
RR#: 146249250

Thank you for contacting us. Please accept our sincere apology for the billing error. We have reviewed this matter with our ************************* team. They have advised the rental was opened, however it should have been voided since you did not qualify to rent, however it was posted and closed instead, which resulted in a charge being applied. I have issued a refund of $286.12 to your credit card. Please allow up to 7 days for the refund to post to your account.
Please know that we take all customer concerns very seriously and I want to thank you for allowing me the opportunity to review this matter.
Initial Complaint
Date:06/18/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I came in today June 17, 2024 around 10:30 AM to rent a car since my vehicle was in the shop I had rented here last year previously with no issues problem I had was I dont have a traditional bank account only a prepaid debit card so I had my mother use her credit card to help me book the vehicle and was told she had to be on the policy, good thing I was able to add her to my policy but last time that wasnt the case and my mother even asked the manager where does this state that in the policy and she didnt have a policy in writing that is weird for a business not to have any of their policies available
Business Response
Date: 06/20/2024
BBB Case 21862078
This is a response to *****************************************;

We apologize for any confusion caused regarding our Authorization Hold requirements at the time of rental. All customers are required to show a valid drivers license and credit card at the time of **********************. In addition, an authorization hold of the approximate total charges plus up to $500.00 will be held on the charge card at the time of rental. This information is displayed on our website as well as during the booking process and ultimately must be accepted in the Rental Terms & Conditions before the reservation can be confirmed.

Thank you for contacting us.
Initial Complaint
Date:06/18/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rental Pick up 05/02/24 Returned 05/06/24 Apon Returning the vehicle on 5/6/24, the attendant informed me that there was a small chip in the windshield:1. it was a very small chip, I could not see it, i did not hear anything hit the windshield, nor would i have ever noticed it if it was already there when I picked up the vehicle. 2. $509.46 is an outrageous amount the charge for a windshield ding.3. my credit card was charged, without authorization, and additional $509.46 4. when he originally showed me the car he mentioned that the scratches and dings i found ******* my original inspection would be considered normal wear-and-tear. Why wouldn't a ding in the windshield be considered he same???5. Since I can't prove that the ding happened while I was driving the vehicle, charge me the actual cost of repair and provide an invoice for said repairs and cost.6. I have insurance!! They never asked for my insurance information.
Business Response
Date: 06/20/2024
BBB Case 21862645
RR No: 128361995

This is a response to **************************;

Please be advised that you are responsible for the condition of the vehicle for the duration of the rental period. As the vehicle was returned with damage you were billed for the repairs and fees. While I regret this is not the desired outcome, the charge is correct and no adjustment is warranted.

Thank you for contacting us.
Customer Answer
Date: 06/20/2024

Complaint: 21862645

I am rejecting this response because:
1. Usual wear and tear occurred to the vehicle
2. I did not receive an invoice for damage repair (actual cost?)
3. The damage should have been covered by insurance, but they never received and waited for Hertz to file a claim

Sincerely,

***************************
Business Response
Date: 06/25/2024
RE: BBB Complaint # ********
RR# 128361995

Dear Mr. ******,

Thank you for reaching out to us regarding your concerns over the windshield repair. We offer a variety of optional coverage to our customers which will protect them for additional charge for lost keys, towing, even damages to the rental. Per the Terms and Conditions of your rental contracts it states if the renter declines our coverages the renter accepts responsible for any damage or loss to the vehicle. This is including but not limited to the loss of the rental keys, cracked windshields, scratched, or any additional hardware/damages on the vehicle. I have reviewed your signed rental agreement, and additional coverage for the rental vehicle was not accepted. According to our rental terms and conditions, you are responsible for any and all loss of or damage to the car resulting from any cause regardless of fault. I have also included the signed damage report. Adjustment credits are based on information which, in this case, does not support an adjustment to the additional charges billed. In accordance to the Signed Rental Agreement the charges are valid, and no adjustment is warranted. Thank you for allowing me to clarify this matter.
Customer Answer
Date: 06/25/2024

Complaint: 21862645

I am rejecting this response because:
you have not answered my common sense request and are price gouging.
You have not provided an invoice for repairs, or an accurate cost for repairs and, you have not submitted a claim to my insurance company.

Sincerely,

***************************
Initial Complaint
Date:06/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a fleet vehicle through hertz to drive for lyft. The second car I got from them did not run. I need up having it towed. Now hertz refuses to confirm that they have received the vecheil and will not provide me with another car but are still charging me. The mangers name at the Ina ******** is *****
Business Response
Date: 06/19/2024
BBB Case 21863508

This is a response to ************************;

Unfortunately, there were no specific details included in your query and I am unable to locate your rental by name alone. I have also been unable to locate a reservation confirmation by using your provided email address or phone number. I would like to make a meaningful investigation into this matter but will need more information to do so.? Please provide me with your 9-digit Hertz Rental Record number or your 11-digit Hertz reservation ID number beginning with the letter K.? Once received, I will be able to further review your concerns.

Thank you for contacting us.
Customer Answer
Date: 06/20/2024
I've attached multiple pictures. 2 of which are received from Hertz, the first one was for the original vehicle, the 2021, ********** Outlander that I had a problem with and the second receipt was when they rerouted to refund me my money and only charged me for a day, so there's 2 receipts, 1 for over. $3000 and 1 for 5525 and then I sent you a screenshot of my lyft app what? They're currently charging me now for this week.
Business Response
Date: 07/05/2024
BBB Complaint: 21863473
Rental Record: 118765684

This is in response to *********************.

Thank you for reaching out to and allowing us to address your concerns.

We were able to reach you via phone and confirm that you have been refunded by Hertz. Any ongoing issues will be handled directly with Lyft.

Best Regards.

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Hertz is NOT a BBB Accredited Business.